Welcome to the world of banking and CRM! In this module, you will learn what CRM means for banks and how HubSpot CRM helps bankers serve customers better.
Banks deal with people – customers who save money, take loans, and invest. Every customer is important. Banks need to remember each customer's name, their account type, their preferences, and much more.
A CRM (Customer Relationship Management) system helps banks do this. It is like a super-smart notebook that stores all customer information and helps bankers give better service.
In this module, we will explore why banks need CRM, what HubSpot CRM does for banks, and how it helps build stronger customer relationships.
After this module, you will be able to:
Mrs. Obi runs a small shop in Enugu. She visits her bank to deposit money. The cashier, Mr. Ade, knows her by name. He says, "Good morning, Mrs. Obi! How is your shop doing?"
Mrs. Obi is surprised. "How do you remember me?" she asks. Mr. Ade smiles. "Our bank uses HubSpot CRM. It reminds me of our customers' names and their businesses."
Mrs. Obi feels valued. She tells her friends about the bank. More customers come. The bank grows because they use CRM to care for their customers.
That's the power of CRM in banking!
Definition: CRM stands for Customer Relationship Management. It means taking care of your customers in a smart and organized way.
Why important? When you take care of customers, they stay with you longer. They also tell their friends about you.
Simple explanation: CRM is like a digital diary for a business. Instead of writing on paper, you type everything into a computer. The computer saves it and can even remind you of things.
Real-life example: A bank uses CRM to remember that Mrs. Obi has a fixed deposit that matures in 3 months. The CRM reminds the bank to call her.
School example: Your teacher uses a register to know who is in class. CRM is like a super-register that also remembers your favourite subjects.
Home example: Your mum has a list of groceries. CRM is like that list, but it also tells you when you need to buy more.
Nigerian example: A bank in Lagos uses CRM to track all its customers and send them birthday wishes automatically.
CRM = Caring for Customers + Using a Computer System
Definition: HubSpot CRM is a free, popular CRM software made by a company called HubSpot. It lives on the internet (cloud), so you can use it from anywhere.
Why important? HubSpot CRM is used by millions of businesses around the world, including banks. It is easy to use and has many helpful features.
Simple explanation: HubSpot CRM is like a magic notebook that you can share with your team. Everyone in the bank can see customer information at the same time.
Real-life example: A bank branch manager uses HubSpot CRM to see all customer complaints and make sure they are resolved quickly.
School example: Think of Google Docs – many people can write in it at once. HubSpot CRM is similar, but it's for business information.
Home example: A family uses a shared calendar to know everyone's plans. HubSpot CRM is a shared calendar for bank customers.
Nigerian example: A microfinance bank in Ibadan uses HubSpot CRM to track all its loan customers and repayment schedules.
HubSpot CRM = Free, cloud-based system for managing customer relationships
Definition: Banks need CRM because they have many customers. They need to remember everyone's name, account type, and preferences.
Why important? Good customer service makes people stay with a bank. CRM helps banks give better service.
Simple explanation: Imagine trying to remember 1,000 customers without a computer. Impossible! CRM helps banks remember everyone.
Real-life example: A bank uses CRM to know when a customer's fixed deposit is maturing so they can call them.
Nigerian example: A bank in Kano uses CRM to send SMS reminders to customers about their loan repayment dates.
Banks + CRM = Happy Customers + Business Growth
Definition: In banking, a lead is someone who might become a customer. A customer is someone who already has an account.
Why important? Banks need to track both. Leads are future customers. Customers are the people banks serve every day.
Simple explanation: A lead is like a seed. A customer is like a fully grown plant. The seed grows into a plant over time.
Real-life example: A person who fills out a loan application form is a lead. After the loan is approved, they become a customer.
Nigerian example: A student who visits a bank to ask about opening an account is a lead. After they open the account, they become a customer.
Lead → (opens account) → Customer
Definition: Banks have different types of customers. The main types are retail customers (individual people) and corporate customers (companies).
Why important? Different customers have different needs. Retail customers want savings accounts. Corporate customers want business loans.
Simple explanation: Like having different types of friends – some are school friends, some are neighbours.
Real-life example: A teacher is a retail customer. A supermarket is a corporate customer.
Nigerian example: A farmer in Kaduna is a retail customer. A cocoa export company is a corporate customer.
| Type | Who | Needs |
|---|---|---|
| Retail | Individual people | Savings, loans, cards |
| Corporate | Companies | Business loans, payroll |
| Wealth | Rich individuals | Investments, advisory |
Definition: A 360° view means seeing everything about a customer in one place – their accounts, loans, complaints, and preferences.
Why important? When a banker sees everything, they can serve the customer better.
Simple explanation: Like a complete file on a student – grades, attendance, and behaviour all in one folder.
Real-life example: When a customer calls the bank, the banker can see their account balance, loan status, and recent complaints instantly.
Customer 360° View
+-------------------------------+
| Name: Mrs. Obi |
| Accounts: Savings, Fixed |
| Loans: None |
| Complaints: None |
| Preferences: SMS alerts |
+-------------------------------+
Definition: HubSpot CRM helps banks by organizing customer information, sending reminders, and tracking interactions.
Why important? It saves time and helps bankers give better service.
Simple explanation: Like a personal assistant that reminds you of important tasks.
Real-life example: HubSpot CRM reminds a banker to call a customer whose fixed deposit is maturing.
Nigerian example: A bank in Port Harcourt uses HubSpot CRM to track all customer complaints and resolve them quickly.
HubSpot CRM Helps Banks:
- Store customer info
- Send reminders
- Track complaints
- Manage sales
Definition: The customer journey is the path a customer takes from first hearing about a bank to becoming a loyal customer.
Why important? Understanding the journey helps banks improve service at every step.
Simple explanation: Like the steps you take to make a new friend – you meet, you talk, you become friends.
Customer Journey:
Awareness → Interest → Application → Account Opening → Service → Loyalty
Definition: Data privacy means keeping customer information safe and not sharing it with others.
Why important? Customers trust banks with their money and personal information. Banks must protect it.
Simple explanation: Like keeping your friend's secret – you don't tell anyone else.
Nigerian example: Banks in Nigeria must follow the NDPR (Nigeria Data Protection Regulation) to protect customer data.
Definition: Banking products are things banks sell – savings accounts, loans, credit cards, and investments.
Why important? CRM helps banks track which products customers have and which ones they might need.
Simple explanation: Like a shop tracking what you've bought so they can recommend new items.
Nigerian example: A bank uses CRM to see that a customer has a savings account but no loan. They offer a loan to the customer.
Definition: Banks have branches (local offices) and head offices (main office). CRM helps both work together.
Why important? Everyone in the bank needs to see the same customer information.
Simple explanation: Like teachers and principal sharing the same student records.
Branch ← → HubSpot CRM ← → Head Office
Definition: CRM is making banking better and faster. In the future, banks will use CRM to give personalized service to every customer.
Why important? Technology is changing banking. CRM is a big part of that change.
Simple explanation: Like how phones have evolved – banking is evolving too.
CRM – Customer Relationship Management; a system to manage customer relationships.
Lead – a person who might become a customer.
Customer – a person who already has a bank account.
Retail Customer – an individual person who banks with the bank.
Corporate Customer – a company that banks with the bank.
360° View – seeing all customer information in one place.
Data Privacy – keeping customer information safe.
Branch – a local office of the bank.
Head Office – the main office of the bank.
Journey – the path a customer takes with the bank.
Example 1: A bank uses CRM to track customer complaints. When a customer complains, the complaint is entered into CRM. The bank resolves it and follows up.
Example 2: A bank uses CRM to send birthday messages to customers. This makes customers feel valued.
Imagine you have a lemonade stand. You keep a notebook of everyone who buys lemonade. You write down their names and what they like. That's like CRM! Now imagine you have 100 customers – you need a computer to remember everyone!
Help your child understand CRM by asking questions like: "How does the bank remember your name?" or "How does your teacher remember everyone's grades?" This shows them how CRM works in everyday life.
HubSpot CRM was built to be completely free because the founders wanted to help businesses grow without barriers!
Customer Journey
Awareness → Interest → Application → Account Opening → Service → Loyalty
CRM in Banking
Bank Staff → HubSpot CRM → Customer Database → Better Service
| Without CRM | With CRM |
|---|---|
| Forget customer names | Remember every customer |
| Lost information | All information is safe |
| Slow service | Fast service |
| Customers leave | Customers stay |
Congratulations! You have completed Module One. You now know:
CRM is the heart of modern banking. It helps banks serve customers better and grow their business. You are now ready to learn more!
Match the term to its meaning:
| Term | Meaning |
|---|---|
| 1. Lead | A. An individual person |
| 2. Retail customer | B. A company |
| 3. Corporate customer | C. A potential customer |
Answers: 1-C, 2-A, 3-B
Scenario: A bank has 50 new people who filled out account opening forms. They also have 2,000 existing customers. How should the bank use leads and customers in HubSpot CRM?
Answer: The 50 new people should be added as Leads. The 2,000 existing customers are already Customers (Contacts).
In groups of 3, brainstorm 5 ways a bank can use CRM to give better service to customers. Present your ideas to the class.
Write down 5 reasons why a bank should use HubSpot CRM. Explain each reason in one sentence.
Draw a picture of a bank using HubSpot CRM. Show how the banker uses the computer to see customer information. Label the different parts.
Go to the HubSpot website and sign up for a free account. Explore the interface. Write a brief summary of what you learned about how a bank could use HubSpot CRM.
In Module Two, we will learn about Managing Bank Customers with HubSpot CRM. You will learn how to add customers, track their accounts, and manage relationships. We will also explore how to convert leads into customers.
Get ready to become a HubSpot CRM banking expert!
End of Module One · HubSpot CRM for Banking and Financial Services
Now that you know why banks need CRM, let's learn how to use it! In this module, you will learn how to add, manage, and organize bank customers in HubSpot CRM.
In Module One, we learned that banks need CRM to remember customers and give good service. But how do you actually use HubSpot CRM in a bank?
In this module, you will learn how to add new customers, manage their information, convert leads into customers, and keep all data clean and organized. You will become a pro at managing bank customers!
Mr. Chidi manages a bank branch in Abeokuta. Every day, many people come to open accounts. He used to write everything on paper – names, phone numbers, account types. But the papers got lost, and he forgot who was who.
Then his bank started using HubSpot CRM. Now Mr. Chidi adds every new customer to the CRM. He types their name, phone, and account type. He can search for any customer in seconds. His branch now serves customers faster and better.
Today, you will learn how Mr. Chidi does it!
Definition: Adding a new customer means entering their information into HubSpot CRM so you can track them.
Why important? If you don't add customers, you can't serve them properly. The CRM needs their information.
Simple explanation: Like adding a new contact to your phone – you type their name and number.
Real-life example: A customer comes to open a savings account. The banker adds their name, phone, and address to HubSpot CRM.
School example: Your teacher adds a new student to the class register.
Home example: Your mum adds a new friend's number to her phone.
Nigerian example: A banker in Kano adds a customer who wants to open a current account for their business.
Steps to add a customer:
1. Click "Contacts" tab
2. Click "+ New Contact"
3. Type name, phone, email
4. Choose account type (e.g., Savings)
5. Click "Create" ✅
Definition: Properties are the boxes where you type information. In banking, important properties include: Name, Phone, Email, Account Type, Branch, and Relationship Manager.
Why important? Properties organize information so you can find it easily.
Simple explanation: Like filling out a form – each box asks for different information.
Nigerian example: A banker fills in "Branch" as "Ikeja" and "Relationship Manager" as "Mr. Ade".
| Property | What it stores |
|---|---|
| Name | Customer's full name |
| Phone | Customer's phone number |
| Customer's email address | |
| Account Type | Savings, Current, Fixed Deposit |
| Branch | Where the customer banks |
| Relationship Manager | Banker in charge |
Definition: A company is an organisation that you do business with. In banking, companies are corporate customers – businesses, schools, hospitals, etc.
Why important? Companies help you group contacts together. If you have 5 people from the same company, you can link them all to one company record.
Simple explanation: Think of a company as a folder. Inside the folder, you put all the people (contacts) who work for that company.
Company (Organisation)
|
+-- Contact 1 (Manager)
+-- Contact 2 (Accountant)
+-- Contact 3 (Secretary)
Definition: Linking means connecting a contact to a company so they belong to that organisation.
Why important? It helps you see who works for which company.
Simple explanation: Like putting a person's business card into the right folder.
How to link: Open a contact → Click "Associate with Company" → Search for the company name → Save.
Company: Dangote Group
├── Contact: Mr. Ade (Manager)
├── Contact: Mrs. Bola (Accountant)
└── Contact: Mr. Chidi (Sales)
Definition: Lifecycle stage shows where a customer is in their journey with the bank.
Why important? It helps you know what to do with each customer.
Common stages in banking:
Lifecycle Stages:
Lead → Customer → Evangelist
Definition: Converting means changing a lead (potential customer) into a customer (someone who has an account).
Why important? You don't want to keep someone as a lead forever. Once they open an account, they become a customer.
Simple explanation: Like a seed that grows into a flower. The lead is the seed. The customer is the flower.
Steps: Open the lead → Click "Convert" → Fill in details → Confirm.
Lead ➡️ (opens account) ➡️ Customer
Definition: Segments are groups of customers who share something in common – like all customers with savings accounts.
Why important? Segments help banks send the right offers to the right customers.
Simple explanation: Like grouping your friends by their favourite sport – football fans together, basketball fans together.
Nigerian example: A bank creates a segment for "Small Business Owners" to offer them business loans.
Customer Segments:
- Retail Customers (individuals)
- Corporate Customers (companies)
- Wealth Customers (high-net-worth)
- Youth Customers (students)
Definition: Importing means bringing many customers into HubSpot CRM at once from a file like Excel.
Why important? If you have 200 customers on paper, it would take too long to type each one. Importing saves time.
Simple explanation: Like copying a whole list from a paper into your computer with one click.
Steps: Prepare Excel file → Go to Contacts → Import → Upload file → Map columns → Import.
Excel File → Upload → Map Columns → Import → Done! ✅
Definition: Search lets you find a customer quickly by typing their name or phone number.
Why important? If you have thousands of customers, you need a way to find someone fast.
Simple explanation: Like using Ctrl+F to find a word in a long document.
Nigerian example: A banker searches for "Okafor" to find all customers with that name.
Definition: Updating means changing customer details when they change – like a new phone number or address.
Why important? Old information is useless. You need correct information to serve customers.
Simple explanation: Like updating your phone when your friend changes their number.
Steps: Open the customer record → Click "Edit" → Change the details → Save.
Definition: Tracking products means recording what accounts and services each customer has.
Why important? Banks need to know what products customers have so they can offer more.
Simple explanation: Like a shop knowing what you bought so they can recommend new items.
Nigerian example: A bank sees that a customer has a savings account but no loan. They offer a loan.
| Product | Description |
|---|---|
| Savings Account | For saving money |
| Current Account | For daily transactions |
| Fixed Deposit | For saving with interest |
| Loan | Borrowing money |
| Credit Card | Buy now, pay later |
Definition: Interaction history is a record of every time a bank has contacted a customer – calls, emails, visits.
Why important? It helps bankers know what was said and what was promised.
Simple explanation: Like a diary of conversations with a friend.
Interaction History:
- 10 Jan: Called customer about loan offer
- 15 Jan: Sent SMS reminder
- 20 Jan: Customer visited branch
Definition: Data quality means making sure customer information is correct, complete, and up-to-date.
Why important? Bad data leads to bad decisions. Good data leads to good service.
Simple explanation: Like making sure your address is correct so mail reaches you.
Tips: Check for missing information. Correct wrong phone numbers. Remove old customers.
Customer – someone who has a bank account.
Lead – someone who might become a customer.
Convert – turn a lead into a customer.
Import – bring data into HubSpot from a file.
Property – a field that stores information.
Segment – a group of customers with something in common.
Lifecycle Stage – where a customer is in their journey.
Interaction – any contact between a bank and a customer.
Data Quality – making sure information is correct and complete.
Company – an organisation you do business with.
Example 1: A bank adds a new customer who opens a savings account. The banker enters their name, phone, and address into HubSpot CRM.
Example 2: A bank imports 500 customers from an Excel file after migrating from an old system.
Imagine you have a lemonade stand. You add each customer who buys lemonade to your "Customer Notebook". You write their name, what they like, and how much they bought. That's what banks do in HubSpot CRM!
Help your child understand customer management by asking: "How does the bank know your name when you visit?" or "How does your teacher remember everyone's name?" This shows them the importance of organizing customer information.
Some banks use HubSpot CRM to track customer complaints and make sure they are resolved within 24 hours!
Lead to Customer Flow
Lead → Opens Account → Convert → Customer ✅
Import Process
Excel File → Upload → Map Columns → Import → Done!
| Feature | Lead | Customer |
|---|---|---|
| Status | Potential | Active |
| Has account? | No | Yes |
| Can be converted | Yes | No |
| Used for marketing | Yes | Yes |
Congratulations! You have completed Module Two. You now know:
These are essential skills for any banker using HubSpot CRM. Keep practicing, and you'll become a customer management expert!
Match the term to its meaning:
| Term | Meaning |
|---|---|
| 1. Convert | A. Bring data in from a file |
| 2. Import | B. Turn a lead into a customer |
| 3. Segment | C. Group customers by characteristics |
Answers: 1-B, 2-A, 3-C
Scenario: A bank has 100 new people who filled out account opening forms at a trade fair. They also have 2,000 existing customers. How should the bank use leads and customers in HubSpot CRM?
Answer: Add the 100 new people as Leads. Convert them to Customers once they open accounts. The 2,000 existing customers are already Customers (Contacts).
In groups, create a list of 10 customers (imaginary) for a bank. Include name, phone, account type, and branch. Then show how you would add them to HubSpot CRM.
Write down 5 steps to import a list of customers from an Excel file into HubSpot CRM.
Create a sample Excel file with 5 customers (name, phone, account type). Write a step-by-step guide on how to import that file into HubSpot CRM.
If you have HubSpot CRM access, add 3 customers, import a list of 5 customers from a spreadsheet, and export the customer list. Take screenshots to show your work.
In Module Three, we will learn about Banking Products, Deals, and Sales Tracking. You will learn how to track loans, account openings, and other banking products through the sales pipeline. We will also cover how to cross-sell and upsell to customers.
Get ready to become a sales superstar!
End of Module Two · HubSpot CRM for Banking and Financial Services
Let's talk about selling! In this module, you will learn how banks use HubSpot CRM to track sales of banking products like loans, accounts, and investments.
Banks sell many products – savings accounts, loans, credit cards, and investments. Each sale is like a deal in HubSpot CRM. Deals help banks track who wants what, how much money is involved, and when the sale will close.
In this module, you will learn how banks use HubSpot CRM to track deals, move them through stages, and finally close them. You'll also learn about cross-selling and upselling – selling more products to existing customers.
Adeola works at a bank in Ibadan. A customer, Mr. Bello, visits to ask about a loan. Adeola opens HubSpot CRM and creates a deal called "Mr. Bello's Business Loan".
She moves the deal through stages: New → Contacted → Proposal Sent → Under Review → Approved → Closed Won. She tracks every step. When the loan is approved, she closes the deal as "Won".
Mr. Bello is happy. Adeola is happy. The bank made a sale. That's how deals work in banking!
Definition: A deal is a sales opportunity – a chance to sell a banking product to a customer.
Why important? Deals help banks track what they are selling and how much money they will make.
Simple explanation: Think of a deal like a project. You have a customer, a product, and a price.
Real-life example: A customer wants to open a fixed deposit of ₦1,000,000 – that's a deal.
School example: A student wants to borrow a book from the library – that's a deal.
Home example: Your family plans to buy a new TV – that's a deal.
Nigerian example: A business owner wants a loan of ₦5,000,000 from the bank – that's a deal.
Deal = Customer + Product + Amount + Timeline
Definition: Banking products are what banks sell – savings accounts, loans, credit cards, fixed deposits, and investments.
Why important? Each product can be a deal in HubSpot CRM.
Simple explanation: Like a shop selling different items – each item is a deal.
| Product | Description | Example Deal |
|---|---|---|
| Savings Account | For saving money | Open savings account for Mr. Okafor |
| Current Account | For daily transactions | Open current account for XYZ Ltd |
| Fixed Deposit | Savings with interest | Fixed deposit of ₦2,000,000 |
| Loan | Borrowing money | Business loan of ₦5,000,000 |
| Credit Card | Buy now, pay later | Credit card for Mrs. Ade |
| Investment | Investing money | Investment portfolio for Mr. Chidi |
Definition: Creating a deal means adding a new sales opportunity to HubSpot CRM.
Why important? You need to track every sale opportunity so you don't miss it.
Steps:
Steps to create a deal:
1. Click "Deals" tab
2. Click "Create Deal"
3. Enter Deal Name
4. Select Customer
5. Enter Amount
6. Choose Product
7. Choose Stage
8. Click "Create" ✅
Definition: Deal stages are the steps a deal goes through from start to finish.
Why important? Stages show you where each deal is – so you know what to do next.
Simple explanation: Like levels in a game. You start at Level 1 and move up.
Common stages in banking:
Banking Deal Stages:
New → Contacted → Proposal Sent → Under Review → Approved → Closed Won 🎉
→ Closed Lost 😞
Definition: The sales pipeline shows all your deals and their stages in one view.
Why important? It gives you a snapshot of all sales opportunities.
Simple explanation: Like a pipe where water flows – deals start at one end and flow through stages.
Sales Pipeline (example):
New (5) → Contacted (3) → Proposal Sent (2) → Under Review (1) → Closed Won (4) 🎉
Definition: Moving a deal to the next stage means updating its progress.
Why important? It keeps your pipeline accurate and shows you're making progress.
Simple explanation: Like moving a pawn on a board game one step forward.
How to: Open the deal → Change the Stage field → Save.
Definition: The deal amount is the value of the sale – how much money is involved.
Why important? It helps banks track how much revenue they will make.
Simple explanation: Like the price tag on an item in a shop.
Nigerian example: A loan deal of ₦10,000,000 – that's the deal amount.
Definition: A deal is "Closed Won" when the sale is successful. It's "Closed Lost" when it's not.
Why important? It tells you the final outcome – did you make the sale or not?
Simple explanation: Like winning or losing a game.
Closed Won = 🎉 Sale made!
Closed Lost = 😞 Sale not made
Definition: Cross-selling means selling a different product to an existing customer. Upselling means selling a more expensive version of the same product.
Why important? It's easier and cheaper to sell to existing customers than to find new ones.
Simple explanation: Like a restaurant offering you a drink with your meal (cross-sell) or a larger meal (upsell).
Nigerian example: A bank offers a credit card to a customer who already has a savings account (cross-sell). They offer a higher loan amount to a customer with good repayment history (upsell).
Definition: Deal probability is the chance that a deal will close. It's shown as a percentage.
Why important? It helps banks forecast how much money they will make.
Simple explanation: Like guessing the chance of rain – 80% means it will probably rain.
Example: A deal in the "Under Review" stage might have a 60% chance of closing.
Definition: Deal ownership means the banker who is responsible for the deal.
Why important? Everyone knows who is working on which deal.
Simple explanation: Like a captain of a team – they are in charge.
Definition: Pipeline reports show you a summary of all deals – total value, number of deals in each stage.
Why important? They help managers see how the bank is performing.
Pipeline Report Example:
Stage | Count | Total Value
New | 5 | ₦25,000,000
Contacted | 3 | ₦15,000,000
Under Review | 2 | ₦10,000,000
Closed Won | 4 | ₦20,000,000 🎉
Definition: Deals help banks grow by tracking sales and finding opportunities.
Why important? More deals = more customers = more money for the bank.
Simple explanation: Like planting more seeds to grow more plants.
Deal – a sales opportunity for a banking product.
Stage – a step in the sales process.
Pipeline – all deals and their stages.
Closed Won – the sale was successful.
Closed Lost – the sale was not successful.
Cross-Sell – selling a different product to an existing customer.
Upsell – selling a more expensive version of the same product.
Probability – the chance of closing a deal.
Owner – the person responsible for the deal.
Amount – the value of the deal.
Example 1: A bank creates a deal for a customer who wants a mortgage. They track it from New to Closed Won over 3 months.
Example 2: A bank creates a deal for a credit card application. They contact the customer, send the card, and close it as Won.
Imagine you have a lemonade stand. Each person who wants to buy lemonade is a deal. You track: New (they ask) → Contacted (you talk) → Proposal (you tell price) → Closed Won (they buy) or Closed Lost (they walk away).
Help your child understand sales tracking by asking: "How does a shop know how much they will sell this month?" This helps them understand the value of the sales pipeline.
Some banks use HubSpot CRM to send automatic reminders to follow up on deals that are stuck in a stage for too long!
Sales Pipeline Flow
New → Contacted → Proposal Sent → Under Review → Approved → Closed Won 🎉
→ Closed Lost 😞
Deal Structure
Deal: "Mr. Bello's Business Loan"
Customer: Mr. Bello
Product: Business Loan
Amount: ₦5,000,000
Stage: Under Review
Probability: 70%
| Stage | What it means | Action needed |
|---|---|---|
| New | Just created | Contact customer |
| Contacted | Spoke to customer | Send proposal |
| Proposal Sent | Sent offer | Wait for response |
| Under Review | Being evaluated | Follow up |
| Approved | Approved | Finalize |
| Closed Won | Sale made! | Celebrate 🎉 |
| Closed Lost | Sale lost | Learn why |
Congratulations! You have completed Module Three. You now know:
With these skills, you can track every sales opportunity and help your bank grow!
Match the term to its meaning:
| Term | Meaning |
|---|---|
| 1. Closed Won | A. Sale not made |
| 2. Closed Lost | B. Sale made |
| 3. Pipeline | C. All deals and stages |
Answers: 1-B, 2-A, 3-C
Scenario: A customer wants to open a fixed deposit of ₦1,500,000. They have spoken to the banker and received a proposal. How would you track this in HubSpot CRM?
Answer: Create a deal called "Fixed Deposit – Mr. Okafor". Set the amount to ₦1,500,000. The stage should be "Proposal Sent". When they open the deposit, change to "Closed Won".
In groups, create a fictional bank and 3 deals for it. Draw the pipeline and show which stage each deal is in. Present to the class.
Write down 5 deals you would like to have in a bank (imaginary). Name the customer, product, amount, and stage for each.
Create a paper pipeline with 5 stages. Add 3 banking deals to the pipeline and move them through the stages as if you were a banker.
If you have HubSpot CRM access, create 3 banking deals (e.g., loan, fixed deposit, credit card). Move one to Closed Won and one to Closed Lost.
In Module Four, we will learn about Compliance, Security, and Reporting. You will learn how banks protect customer data, follow regulations, and use reports to make better decisions.
Get ready to become a compliance expert!
End of Module Three · HubSpot CRM for Banking and Financial Services
Keep data safe and make smart decisions! In this module, you will learn how banks protect customer information, follow rules, and use reports to improve their business.
Banks handle very sensitive information – customer names, addresses, account balances, and even their money. This information must be protected. Banks must also follow many rules and regulations to keep customers safe.
In this module, you will learn how HubSpot CRM helps banks with security (protecting data), compliance (following rules), and reporting (tracking performance). These are very important for any bank!
Mrs. Eze manages a bank branch in Enugu. One day, she noticed that a staff member had accidentally seen customer information they shouldn't have. She was worried.
Then she remembered that HubSpot CRM has security features. She set up user permissions so each staff member could only see what they needed. She also turned on the audit trail to track who viewed what.
Now her branch is safe and secure. Customers trust the bank with their information.
Definition: Security means protecting customer information from being seen or stolen by the wrong people.
Why important? Customers trust banks with their money and personal information. Banks must protect it.
Simple explanation: Like keeping your friend's secret – you don't tell anyone else.
Real-life example: A bank customer's account balance should not be visible to everyone in the bank.
School example: Your grades are private – only you and your teacher should see them.
Home example: Your family's financial information is private – you don't share it with strangers.
Nigerian example: Banks in Nigeria must follow the NDPR (Nigeria Data Protection Regulation) to protect customer data.
Security = Keeping customer information safe
Definition: Data protection laws are rules that tell banks how to handle customer information safely.
Why important? Banks must follow these laws or face big fines.
Simple explanation: Like rules at school – you must follow them or you get in trouble.
Nigerian example: The NDPR (Nigeria Data Protection Regulation) requires banks to protect customer data.
International example: GDPR (General Data Protection Regulation) is a European law that also affects Nigerian banks with international customers.
Data Protection Laws:
- NDPR (Nigeria)
- GDPR (Europe)
- PCI DSS (Payment card security)
Definition: User permissions control what each staff member can see and do in HubSpot CRM.
Why important? Different staff members need different access. A teller shouldn't see the manager's reports.
Simple explanation: Like keys to different rooms – the manager has all keys, but the cleaner only has some.
Types: Super Admin (full access), Admin (manage settings), Sales (view sales data), Marketing (view marketing data), View Only (can only view).
Permission Levels:
Super Admin → Can do everything
Admin → Can manage settings
Sales → Can view and edit sales data
View Only → Can only view data
Definition: A role defines a staff member's position in the bank, like "Teller", "Customer Service Officer", or "Branch Manager".
Why important? Roles determine what data a staff member can see.
Simple explanation: Like a job title – it tells you what someone does.
| Role | What they can see |
|---|---|
| Branch Manager | All customer data in the branch |
| Customer Service Officer | Their own customers |
| Teller | Customer account balances (with permission) |
| Compliance Officer | All data for monitoring |
Definition: An audit trail is a log that shows who did what and when in HubSpot CRM.
Why important? It helps track changes, find mistakes, and detect security issues.
Simple explanation: Like a security camera for your CRM.
Audit Trail shows:
- Who changed a record
- What field was changed
- When it was changed
- What the old value was
Definition: Encryption means scrambling data so only authorized people can read it.
Why important? Even if someone steals the data, they can't read it without the key.
Simple explanation: Like a secret code that only you and your friend understand.
Nigerian example: Banks encrypt customer data to protect it from hackers.
Definition: Password security means using strong passwords and keeping them safe.
Why important? Weak passwords make it easy for hackers to get in.
Tips: Use 8+ characters. Use numbers and symbols. Don't share your password. Change it regularly.
Strong Password Example:
B@nk$ecure2025!
(8+ characters, numbers, symbols, uppercase/lowercase)
Definition: A report is a document that organizes data to help you understand your business.
Why important? Reports help banks see what's working and what's not.
Simple explanation: Like a report card for your bank.
Real-life example: A report showing how many new accounts were opened this month.
Definition: Banks use different types of reports to track different things.
Why important? Different reports answer different questions.
| Report Type | What it shows |
|---|---|
| Customer Report | Number of new customers, demographics |
| Product Report | Which products sell the most |
| Loan Report | Loans disbursed, repayment rates |
| Complaint Report | Customer complaints and resolutions |
| Compliance Report | Regulatory compliance status |
Definition: Creating a report means building a custom report to answer your questions.
Why important? You can get exactly the information you need.
Steps:
Steps to create a report:
1. Go to Reports
2. Click Create Report
3. Choose data source
4. Select fields
5. Add filters
6. Choose chart type
7. Click Save
Definition: A dashboard is a single page that shows multiple reports and charts together.
Why important? It gives you a quick snapshot of your bank's performance.
Simple explanation: Like a car dashboard – it shows speed, fuel, and other important information at once.
Dashboard Example:
+------------------+ +------------------+
| New Accounts | | Top Products |
| 150 this month | | 1. Savings |
+------------------+ | 2. Loans |
+------------------+ | 3. FD |
| Complaints | +------------------+
| 25 resolved |
+------------------+
Definition: Building a dashboard means selecting and arranging the components you want to see.
Why important? You can customize your dashboard to show what matters most.
Key components: Number of new customers, loans disbursed, complaints resolved, revenue, etc.
Steps:
Definition: Analytics means using data to make smart business decisions.
Why important? Data-driven decisions are usually better than guesses.
Nigerian example: A bank sees a report showing that most loans are taken in December. They prepare more staff and resources for that month.
Security – protecting data from unauthorized access.
Compliance – following rules and regulations.
NDPR – Nigeria Data Protection Regulation.
GDPR – General Data Protection Regulation (Europe).
Permission – what a user is allowed to do.
Role – a user's position in the bank.
Audit Trail – a log of all changes.
Encryption – scrambling data for security.
Report – organized data.
Dashboard – a page with multiple components.
Analytics – using data to make decisions.
Example 1: A bank uses a report to track how many loan applications are approved each month.
Example 2: A bank uses a dashboard to track customer satisfaction scores across all branches.
Imagine you have a secret diary. You put a lock on it so only you can read it. That's security! Now imagine you keep track of your allowance each month in a notebook. That's like a report!
Help your child understand security by talking about why you don't share passwords. Help them understand reporting by asking: "How does the bank know how much money they have?"
HubSpot CRM can send automatic alerts to compliance officers when suspicious activity is detected!
Security Layers
+-----------------------------+
| Data Encryption |
+-----------------------------+
| User Permissions |
+-----------------------------+
| Audit Trail |
+-----------------------------+
| Strong Passwords |
+-----------------------------+
Report Flow
Data → Report → Dashboard → Decision
| Before Security | After Security |
|---|---|
| Anyone can see customer data | Only authorized staff can see data |
| No audit trail | All changes are logged |
| Weak passwords | Strong passwords required |
| Risk of data breach | Data is protected |
Congratulations! You have completed Module Four. You now know:
With security, compliance, and reporting, your bank can protect customers and grow smarter!
Match the term to its meaning:
| Term | Meaning |
|---|---|
| 1. Audit Trail | A. Scrambling data |
| 2. Encryption | B. Log of changes |
| 3. Report | C. Organized data |
Answers: 1-B, 2-A, 3-C
Scenario: A bank manager notices that a staff member has been viewing customer records they shouldn't. How should the manager use HubSpot CRM to investigate?
Answer: The manager should check the audit trail to see who viewed the records, when, and from where. Then they can adjust user permissions to prevent further access.
In groups, design a compliance checklist for a bank using HubSpot CRM. Include security features, user permissions, and reporting requirements.
Write down 5 security measures a bank should take to protect customer data in HubSpot CRM.
Design a one-page dashboard for a bank. Include 5 key metrics like new customers, loans disbursed, complaints, revenue, and branch performance.
If you have HubSpot CRM access, create a report showing all customers in your branch. Then create a dashboard with this report and 2 other components.
In Module Five, we will learn about Integration and Digital Channels. You will learn how to connect HubSpot CRM with SMS, WhatsApp, social media, and other digital banking channels.
Get ready to connect everything!
End of Module Four · HubSpot CRM for Banking and Financial Services
Connect everything! In this module, you will learn how to connect HubSpot CRM with SMS, WhatsApp, social media, and other digital banking channels.
HubSpot CRM is powerful on its own, but it becomes super powerful when you connect it to other tools. Banks use many different systems – core banking, SMS gateways, WhatsApp, email, and more.
In this module, you will learn about integrations – how to make HubSpot CRM work with other apps and systems. You'll also learn about digital banking channels like mobile apps and online banking.
Mr. Okafor runs a bank in Enugu. He wants his bank to be modern and digital. He connects HubSpot CRM to his SMS gateway so customers get automatic notifications. He connects WhatsApp so customers can chat with the bank.
He also connects HubSpot CRM to the core banking system so customer balances and transactions are visible to customer service staff. Now his bank is modern, fast, and customers love the convenience!
Today, you will learn how to build a connected bank like Mr. Okafor's!
Definition: Integration means connecting two or more systems so they can share information with each other.
Why important? Integrations save time by eliminating manual data entry. Information flows automatically between systems.
Simple explanation: Like having a bridge between two islands so people can cross easily.
Real-life example: When a customer opens an account, the information automatically goes to the core banking system and CRM.
School example: Your school uses an app that syncs grades to parent portals automatically.
Home example: Your smart home connects your lights, AC, and security system – all controlled from one app.
Nigerian example: A bank connects HubSpot CRM to an SMS gateway to send loan reminders to customers.
Integration = Systems working together
Definition: SMS integration connects HubSpot CRM to an SMS service provider so you can send text messages to customers.
Why important? SMS is a fast and reliable way to communicate with customers.
Simple explanation: Like sending a text message from your phone, but automatically from the system.
Nigerian example: A bank sends loan repayment reminders via SMS to customers in Lagos.
SMS Integration Benefits:
- Send loan reminders
- Send account alerts
- Send promotional offers
- Send verification codes
Definition: Email integration connects HubSpot CRM with your email system (like Gmail or Outlook).
Why important? All your emails are automatically linked to the right customers.
Simple explanation: Like having your emails organized in folders without doing it yourself.
Steps: Settings → Integrations → Email → Connect Gmail or Outlook.
Definition: WhatsApp integration connects HubSpot CRM to WhatsApp Business so you can chat with customers.
Why important? WhatsApp is very popular in Nigeria. Customers prefer chatting on WhatsApp.
Simple explanation: Like using WhatsApp to talk to your bank, but it's connected to the CRM.
Nigerian example: A bank in Lagos uses WhatsApp integration to answer customer questions and send account alerts.
Definition: Core banking system integration connects HubSpot CRM to the bank's main banking software.
Why important? It gives customer service staff real-time access to customer balances and transaction history.
Simple explanation: Like having all your banking information in one place.
Core Banking Integration:
HubSpot CRM ↔ Core Banking System
Customer Info ↔ Account Info ↔ Transactions
Definition: Digital banking channels are ways customers can access banking services online – mobile apps, internet banking, USSD, and chat.
Why important? Customers want to bank from anywhere, anytime.
Simple explanation: Like having a bank in your pocket.
| Channel | Description |
|---|---|
| Mobile App | Banking on your phone |
| Internet Banking | Banking on a computer |
| USSD | Banking with a phone code |
| Chat Banking | Banking via WhatsApp or chat |
Definition: Omni-channel banking means providing a seamless experience across all channels – branch, mobile, internet, and chat.
Why important? Customers expect the same experience everywhere.
Simple explanation: Like having the same conversation with a friend on WhatsApp and in person.
Omni-Channel Banking:
Branch ↔ Mobile ↔ Internet ↔ Chat ↔ USSD
All connected through HubSpot CRM
Definition: HubSpot CRM has a mobile app that lets bankers work from anywhere.
Why important? Bankers can serve customers even when they're not in the branch.
Simple explanation: Like having your office in your pocket.
Nigerian example: A relationship manager in Abuja uses the mobile app to check customer details during meetings.
Definition: HubSpot Service Hub is customer support software. Integrating it with HubSpot CRM connects support tickets to customer records.
Why important? You see all customer support history alongside banking history.
Simple explanation: Like having a complete file on each customer.
Definition: Social media integration connects HubSpot CRM to Facebook, Instagram, and LinkedIn.
Why important? Banks can capture leads from social media and track engagement.
What syncs: Leads from ads, social posts, engagement data.
Social Media Integration Benefits:
- Leads from social ads
- Track social engagement
- Manage social interactions
Definition: Zapier is an integration platform that connects HubSpot CRM to over 3,000 apps.
Why important? You can connect HubSpot to apps that don't have direct integrations.
Simple explanation: Like a universal adapter for apps.
Zapier Example:
Trigger: New contact in HubSpot
Action: Add contact to Mailchimp list
Definition: Setting up integrations means connecting HubSpot CRM to another system.
Methods:
Steps to set up integration:
1. Go to the HubSpot App Marketplace
2. Find the app you want
3. Click "Install"
4. Log in to the other system
5. Authorize access
6. Choose what to sync
7. Done! ✅
Here are some tips for successful integrations:
Integration – connecting systems to share data.
SMS Gateway – a service for sending text messages.
WhatsApp Business – a business version of WhatsApp.
Core Banking – the main banking system.
Digital Banking – banking through digital channels.
Omni-Channel – consistent experience across all channels.
USSD – banking with a phone code.
Service Hub – customer support software.
Zapier – a tool to connect apps without coding.
Sync – keeping data the same across systems.
Example 1: A bank uses SMS integration to send account balance alerts to customers.
Example 2: A bank uses WhatsApp integration to answer customer questions and resolve complaints quickly.
Imagine you have a gaming console that connects to your TV, controller, and internet – they all work together. That's integration! HubSpot CRM integrates with other systems the same way.
Help your child understand integration by pointing out how connected devices work together. Ask: "What happens when your phone connects to the car's Bluetooth?"
You can connect HubSpot CRM to over 3,000 apps using Zapier!
Integration Ecosystem
+------------------+
| HubSpot CRM |
+------------------+
| | |
| | +---------+
| +---------+ |
+---------+ | |
| | |
+--------+ +----+ +------+
| SMS | |Whats | |Core |
|Gateway | |App | |Bank |
+--------+ +----+ +------+
Omni-Channel Banking
Branch ←→ HubSpot CRM ←→ Mobile App
↑ ↑
+-- Internet +-- WhatsApp
| Channel | Best for | Response time |
|---|---|---|
| SMS | Reminders, alerts | Immediate |
| Newsletters, statements | Within hours | |
| Customer service, chat | Immediate | |
| Phone call | Complex issues | Immediate |
Congratulations! You have completed Module Five. You now know:
With integrations, your bank becomes modern, efficient, and customer-friendly!
Match the term to its meaning:
| Term | Meaning |
|---|---|
| 1. SMS Gateway | A. A way for apps to talk |
| 2. Omni-Channel | B. Service for sending texts |
| 3. Zapier | C. No-code automation tool |
Answers: 1-B, 2-A, 3-C
Scenario: You run a bank and want to send account balance alerts to customers via SMS. How would you set this up in HubSpot CRM?
Answer: Connect HubSpot CRM to an SMS gateway. Create a workflow that triggers when a transaction happens. The workflow sends an SMS with the new balance.
In groups, design a digital banking experience using HubSpot CRM. Include SMS, WhatsApp, email, and mobile app. Present your design to the class.
List 5 digital channels a bank should use to communicate with customers. Explain why each channel is important.
Draw a diagram showing how HubSpot CRM would connect with 3 other systems in a bank. Include arrows showing what data flows between them.
If you have HubSpot CRM access, explore the App Marketplace. Find one integration that interests you and write a brief summary of what it does.
In Module Six, we will learn about Wealth Management and Advisory. You will learn how to use HubSpot CRM for private banking, investment tracking, and managing high-net-worth clients.
Get ready to master wealth management!
End of Module Five · HubSpot CRM for Banking and Financial Services
Manage wealth and build relationships! In this module, you will learn how to use HubSpot CRM for private banking, investment tracking, and managing high-net-worth clients.
Wealth management is a special part of banking that serves high-net-worth clients – people with a lot of money to invest. These clients need personalized service and careful attention.
HubSpot CRM helps wealth managers track client investments, schedule meetings, and build strong relationships. In this module, you will learn how to use HubSpot CRM for wealth management and advisory services.
Mr. Ade is a wealth manager in Lagos. He serves wealthy clients who invest millions of naira. He used to track everything in notebooks – client preferences, investment goals, meeting notes. It was chaotic.
Then he started using HubSpot CRM. He created custom properties for "Risk Profile" and "Investment Goals". He scheduled meetings and logged every conversation. He now serves his clients better than ever.
Today, you will learn how Mr. Ade does it!
Definition: Wealth management is a service that helps wealthy people manage their money, investments, and financial goals.
Why important? Wealthy clients need special attention. They have complex financial needs.
Simple explanation: Like having a personal coach for your money.
Real-life example: A wealthy business owner gets advice on where to invest their money.
School example: A school counsellor helps students plan their future.
Home example: A parent helps their child save money for college.
Nigerian example: A bank in Lagos has a wealth management division for wealthy customers.
Wealth Management = Helping wealthy people manage their money
Definition: High-net-worth clients are people with a lot of money – usually over ₦10 million in investable assets.
Why important? These clients need specialized service and attention.
Simple explanation: Like VIP customers – they get special treatment.
Nigerian example: A business owner in Abuja with ₦50 million to invest is a high-net-worth client.
Definition: Investment products are things wealthy clients can invest in – stocks, bonds, real estate, mutual funds, and more.
Why important? Wealth managers need to track what clients are invested in.
| Product | Description |
|---|---|
| Stocks | Shares in companies |
| Bonds | Loans to governments or companies |
| Real Estate | Property investments |
| Mutual Funds | Pools of different investments |
| Fixed Deposits | Savings with guaranteed returns |
Definition: Custom properties are extra fields you add to track important wealth management information.
Why important? You need to track client preferences and financial goals.
Examples:
Definition: A portfolio is a collection of all a client's investments.
Why important? You need to know what each client owns.
Simple explanation: Like a list of all the toys a child owns.
How to track: Create a deal for each investment product, or use custom properties to list investments.
Portfolio Example:
Client: Mr. Ade
Investments:
- Stock: Dangote Cement (₦5,000,000)
- Bond: Federal Government (₦3,000,000)
- Mutual Fund: Growth Fund (₦2,000,000)
Total: ₦10,000,000
Definition: Wealth managers meet with clients regularly to review investments.
Why important? Regular meetings build trust and help clients feel secure.
How to manage:
Definition: Follow-ups are actions you take after a meeting – sending a report, making a call, scheduling another meeting.
Why important? Clients appreciate being kept informed.
How to do it:
Definition: Communication means staying in touch with clients – email, phone, WhatsApp, or in-person.
Why important? Regular communication builds trust.
Simple explanation: Like keeping in touch with a friend.
Nigerian example: A wealth manager calls a client every quarter to review investments.
Definition: Lifecycle stages show where a client is in their wealth journey.
Why important? Different stages need different service.
Stages:
Definition: Risk profiling determines how much risk a client is willing to take with their investments.
Why important? You need to match investments to the client's risk tolerance.
Simple explanation: Like knowing if a person likes roller coasters (high risk) or merry-go-rounds (low risk).
Risk Profiles:
- Low Risk: Safe investments (bonds, fixed deposits)
- Medium Risk: Balanced investments
- High Risk: Stocks, real estate
Definition: Investment goals are what clients want to achieve – retirement, children's education, wealth preservation, etc.
Why important? Investments should match client goals.
Common goals:
Definition: Wealth clients need regular reports on their investments.
Why important? Clients want to see how their money is performing.
What to report:
Definition: Building relationships means earning client trust and loyalty.
Why important? Happy clients stay longer and refer others.
Tips:
Wealth Management – helping wealthy people manage their money.
High-Net-Worth – having a lot of money to invest.
Portfolio – a collection of investments.
Risk Profile – how much risk a client can take.
Investment Goal – what a client wants to achieve.
Custom Property – extra field to track information.
Follow-up – action taken after a meeting.
Lifecycle Stage – where a client is in their journey.
Trust – confidence a client has in their advisor.
Advisory – giving advice and guidance.
Example 1: A wealth manager uses custom properties to track client risk profiles and investment goals.
Example 2: A bank uses HubSpot CRM to schedule quarterly meetings with wealth clients.
Imagine you have a piggy bank. You keep track of how much money you save and what you want to buy. That's like wealth management – but for grown-ups with lots of money!
Help your child understand wealth management by asking: "How do people save money for the future?" This shows them the importance of managing money wisely.
Some wealth managers use HubSpot CRM to send birthday and anniversary messages to clients – it's a great way to build relationships!
Wealth Management Flow
Client → Goals → Risk Profile → Investments → Review → Adjust
Portfolio Example
+-------------------------------+
| Client: Mr. Ade |
| Risk Profile: Medium |
| Goals: Retirement |
| Investments: |
| - Stocks: ₦5,000,000 |
| - Bonds: ₦3,000,000 |
| - Real Estate: ₦2,000,000 |
| Total: ₦10,000,000 |
+-------------------------------+
| Feature | Regular Banking | Wealth Management |
|---|---|---|
| Clients | Everyone | High-net-worth |
| Products | Savings, loans | Investments, planning |
| Service | Standard | Personalized |
| Relationship | Transactional | Long-term |
Congratulations! You have completed all six modules of the HubSpot CRM for Banking and Financial Services course. Let's review what you have learned:
| Module | Key Topics Covered |
|---|---|
| Module 1 | CRM fundamentals, why banks need CRM, customer lifecycle |
| Module 2 | Managing customers, leads vs customers, importing, segments |
| Module 3 | Banking products, deals, sales pipeline, cross-selling |
| Module 4 | Compliance, security, reporting, dashboards, audit trails |
| Module 5 | Integration, digital channels, SMS, WhatsApp, core banking |
| Module 6 | Wealth management, high-net-worth clients, portfolios, advisory |
🎉 You are now ready to use HubSpot CRM in a banking environment!
Keep practicing and exploring. The more you use HubSpot CRM, the better you'll become at serving customers and growing your bank.
Match the term to its meaning:
| Term | Meaning |
|---|---|
| 1. Portfolio | A. How much risk a client can take |
| 2. Risk Profile | B. Collection of investments |
| 3. Investment Goal | C. What a client wants to achieve |
Answers: 1-B, 2-A, 3-C
Scenario: A wealthy client wants to invest ₦20,000,000. They have a medium risk profile and want to retire in 10 years. How would you track this in HubSpot CRM?
Answer: Create a custom property for risk profile. Set investment goals to "Retirement". Create a deal for the investment. Track the portfolio in HubSpot CRM.
In groups, create a wealth management plan for a client. Include risk profile, investment goals, and a portfolio. Present to the class.
Write down 5 custom properties you would add for wealth clients in HubSpot CRM.
Create a sample portfolio for a wealth client. Include 5 investments with amounts. Write a summary of the client's risk profile and goals.
If you have HubSpot CRM access, create a custom property for risk profile. Add it to a test contact. Create a deal for an investment.
End of Module Six · HubSpot CRM for Banking and Financial Services
🎓 You have completed all 6 modules. Congratulations!